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Customer Value, Customer Focus, Customer Satisfaction
Our Customers Expect "Total Transaction" Quality. So That's What We'd Better Be Building.
The Journal for Quality and Participation
|
September 1, 1990
It's not just the product. It's the overall customer experience.
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Revisiting MLB's Rules Changes
The results are a bit less than meets the eye.
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A Simple Solution to MLB's Problems
Good on MLB for at long last taking steps to address what ails it. But the treatments it has prescribed only address the symptoms.
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